Ring. Ring. Ring.
“Hello?”
“Hello madam?”
“Yes, hi. I am calling to see if it is possible to change my current phone plan to an unlimited one.”
“Shoor (sure) madam. Not a problem. My name is David. Ow may Hi elp you?”
“Hmmm.. I would like to change my plan to an unlimited plan.”
“Absolutely, madam! Now what can I do for you?”
“Err..David?? Considering that you have not heard a word of what I just said to you, could I speak to someone else who actually can help me?”
“Not a problem, madam. (Big Smile voice). I would be very appy to help you madam.”
“I would really prefer to speak to someone else about this account.”
“I will get someone to help you, madam. Please be patient.” ( he must be psychic!)
“Yes madam. How can I help you?”
“Huh- it still sounds like you David. Is there anyone else I can speak with – an American, please?”
“Madam, I will do my level best ( at this point, his level is really low for me) to elp you madam.”
“Aargh!!!Ok. Listen. I know your name is not David and I know where you live!!!!” Click.
If you have ever tried to reach customer service for companies like Vonage, Dell, HP, and banks, software companies, the list goes on, I am sure you have, at some point, had a conversation that may have been very similar to this.
CBS News did an article back in 2004 on this very topic. A fantastic article: http://www.cbsnews.com/stories/2003/12/23/60minutes/main590004.shtml
The Washington Post also did an article addressing the frustrations of Americans losing their jobs to Indians and the call center reps get the worst of it. http://www.washingtonpost.com/wp-dyn/articles/A56474-2005Feb26.html
Having been back to India recently, I was astonished to see how this unique culture of Call Centers has evolved. They idealize and epitomize the Western influences. Like midnight marauders, their lives are dictated by a graveyard shift and a life that is so vastly different than the one they lead during the day time. They take on whole new personalities, deal with a slew of new issues, learn a new language – the accent training is very heavy in these organizations, and their saccharine-dripping voices trudge on with the phone call even if the other end of the line is oozing poison. This very different lifestyle has given the 20-30 year-old’s in India, a new-found freedom. They too like their counterparts in the country they are pretending to be from, now live away from their homes, are financially self-sufficient, and are able to pursue some varied interests that would otherwise have not been made available to them before.
Along with the good influences, come the bad. Promiscuity is rampant, and abortions due to the new-found freedom, women smokers outrank the men in numbers; alcohol, drugs, sex and clubs now inundate the lives of these youngsters and the rap culture of America is very appealing to this generation in India. They imitate everything – from the food, the clothes, the style, the language and even the slang – albeit, in an Indian accent.
I was torn between the two worlds – America and India. Call Centers in India – good or bad?
This is the world outside my window.
